# Handle a formal patient complaint or grievance

An investigation plan and a written grievance response that meets common timeline and documentation expectations for healthcare organizations.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Customer Support, Plan, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/handle-a-formal-patient-complaint-or-grievance

## Prompt

```text
Help me handle a formal patient complaint at our clinic.

**How it was received:** [phone, letter, portal, in person, via payer or state agency]
**Date received:** [DATE]
**Summary of the complaint:** [WHAT THE PATIENT SAYS HAPPENED and what they want]
**Type:** [billing, access/wait times, staff conduct, communication, privacy, quality of care concern]
**What we have found so far:** [FACTS from staff statements, records, call logs]
**Applicable requirements:** [e.g. our grievance policy, Medicare or Medicaid plan rules, accreditation standards, state rules - PASTE if known]

Give me:
1. Triage: is this a simple complaint resolved on the spot, or a grievance needing written response? Flag immediately if it involves a possible privacy breach, abuse, or a patient safety issue, and who must be notified (privacy officer, medical director, risk management).
2. An investigation checklist: who to interview, which records and logs to review, and what to document.
3. A written response letter to the patient: acknowledges the concern, states the steps we took to investigate, the outcome and any corrective action in general terms, and a contact for further questions. No blame on named staff, no admission of liability, and no clinical judgments. Mark unknowns as [CONFIRM].
4. A timeline table: Step | Owner | Due date, using our policy's deadlines (mark as [CONFIRM] if I haven't given them).
5. How to log it for trend tracking.

Any complaint that alleges harm from care should be reviewed by our medical director and risk manager before we respond.
```

## What to fill in

- phone, letter, portal, in person, via payer or state agency
- DATE
- WHAT THE PATIENT SAYS HAPPENED and what they want
- FACTS from staff statements, records, call logs
- CONFIRM

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